The Global Consumer Services Associate is responsible for reading and / or listening the consumer concerns to understand their inquiries regarding the credit file.
The agent is also required to review those consumer concerns in order to determine if any internal policy can be applied to properly hold it by creating a dispute, updating the consumer’s personal information or guide the consumer to obtain an answer and solution to the query they have.
This associate will also be in charge of selling additional products to our consumers when the opportunity is identified.
Duties and Responsibilities
Resolve consumers’ inquiries received by phone or directly in Equifax Customer Care Management system.
Understand and properly address the consumer concerns.
Applying Equifax Internal policies and Fair Credit Report Act (FCRA) legal guidelines in order to provide solutions to the queries made.
Send relevant information to verification when applicable.
Handle escalated cases in regards special disputes.
Manage confidentially sensitive and PII information that required high discretional standards.
Strong communicational skills and problem solving oriented.
Outstanding Customer Service skills
Ability to build rapport with others through empathy.
Professional attitude, fast learner, and desire to grow within the company.
Negotiation and persuasiveness skills.
Requirements and / or Experience
Fully Bilingual - Spoken and Written English (B2+,C1)
Basic computer skills (Microsoft Office), G-Suite Knowledge is a plus.
Good typing average 30 wpm and 30 npm.
Customer Service background, Sales experience is a plus.
Schedule flexibility (weekend schedules) and willingness to work extended hours (if necessary).
Primary Location : CRI-Heredia
Function - Fulfillment / Operations
Schedule : Full time
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